Director of Operations Support

ABOUT 24-7 INTOUCH
 
24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191

ABOUT THE JOB

We are seeking a Director of Operations Support to collaborate with the Senior Leadership and Operations Teams to help contribute to the overall health of the company’s operational lines of business. This position will play a key role in driving the strong development of the Operations Support team.

This role will serve as a key pillar in driving the team to meet the department goals. We are looking for a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.  

ESSENTIAL FUNCTIONS

  • Manage client requests regarding real-time activities and staffing adjustments
  • Manage incentive and operating plans to achieve monthly goals
  • Manage the Real Time Analyst team to drive Service Level, Utilization, Adherence, and Shrinkage to expected levels
  • Auditing Rewards and Recognition budget 
  • Manage internal and external reporting; daily, weekly, monthly, ad hoc
  • Build strong partnerships with all support groups such as Workforce Management, Human Resources, and Facilities with our client's strategy in mind 
  • Use industry knowledge to develop leadership training at all levels 
  • Oversees and helps manage staffing, training, and recruiting. Deliver training and development on our values and mission
  • Effectively manages individual work streams and communicates recommendations to the client
  • Ensure consistency, quality, and timeliness of deliverables for assigned projects
  • Partner with Operations to develop strategies to create a strong culture and drive performance 

 
JOB REQUIREMENTS

  • A minimum of 7-9 years of experience in the contact center industry
  • At least 3 years of experience in contact center leadership, including cross-functional teams/groups
  • Post-secondary diploma or degree with a major in Business or related field
  • Experience in client relationship management and front-line supervisor development
  • Excellent communication skills; listening, verbal and written
  • Excellent organizational and time management skills
  • Experience with maintaining and developing operational statistics, financial management information, and results reporting
  • Experience with Workforce Management
  • Experience with Recruiting and Training
  • Experience with Quality Assurance 

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